Product support analyst - 2nd line

Product Support Analyst - 2nd Line

Location: London (Hybrid Working Model)

Type: Full-Time | Monday to Friday, 7.5-hour working day between 08:30 – 18:00

Overview:

We are looking for a technically savvy and solutions-focused 2nd Line Product Support Analyst to join our dynamic product support team. In this role, you’ll provide escalated technical support for a suite of internal and client-facing products, including third-party tools. You’ll work closely with Operations, Client Success, and Development teams to ensure efficient problem resolution and high-quality service delivery.


Key Responsibilities:

* Provide 2nd line technical support for proprietary and third-party products (e.g., booking platforms, portals, protection tools, and GDS systems).
* Manage end-to-end incident resolution—from front-end issues to back-end system configuration and technical diagnostics.
* Log and escalate issues as necessary, ensuring regular review and resolution follow-up.
* Promote self-sufficiency by enabling users to resolve ‘how to’ queries independently.
* Maintain detailed support tickets using helpdesk software to identify trends and drive improvements.
* Escalate complex issues to 3rd level support or external vendors where applicable.
* Support demos, training sessions, and occasional client meetings.


Skills & Experience Required:

* Proven experience in a similar support role, particularly within travel technology or booking systems.
* Strong troubleshooting skills with experience in XML and server log analysis.
* Familiarity with GDS systems, especially Sabre; knowledge of Amadeus and Cytric is a plus.
* Excellent communication and customer service skills, with the ability to simplify complex information.
* Proactive, methodical, and inquisitive approach to problem-solving.
* Team-oriented mindset with a willingness to support a variety of users and products.
* High level of integrity, with a commitment to collaboration and continuous improvement.
* Proficiency in MS Office (Word, Excel, PowerPoint).
* Fluency in English; additional languages are a plus.


What We Offer:

* Opportunity to work with a forward-thinking and collaborative tech team.
* Involvement in a broad range of travel and booking platforms.
* Hybrid working from our London head office.
* A culture built on mutual respect, continuous learning, and innovation.


Sound good?

APPLY NOW!